Gender: Female 
Age: 25-34
Nationality: Kenya
Ethnicity: Black or African American 
Marital status: Married 
First language: English 
Religion: Christian 
Education: Graduate degree
Mother's education: Graduate degree
Father's education: High school or below
Self-assessed socioeconomic status (1-10): 5
Home: Rent 
Employment: Employed full time
Occupation: Professionals or highly skilled workers (those who increase the existing stock of knowledge or teach about it in a systematic manner, e.g. engineer, doctor, teacher, lawyer);Skilled agricultural, forestry and fishery workers (those harvest, grow, breed, or produce a variety of animal husbandry products)
Mother's occupation: Homemaker
Father's occupation: Elementary occupations (jobs that involve simple and routine tasks which may require the use of hand-held tools and considerable physical effort)
Hobbies: Go to gigs;Exercise;Go to museums and galleries;Attend football matches;Use social media;Go to the opera 
Devices used daily: Smartphone;Laptop;Smartwatch;Tablet 
NLP tools known: E-mail spam detection (i.e., automatically send spam e-mails to your Trash folder);Grammar checker (i.e., correcting grammar mistakes);Paraphrasing and Summarisation (i.e., automatically produce alternative descriptions of written text);Speech-to-Text (i.e. a computer transcribing your spoken language to written language);Text-to-Speech (i.e, computers being able to read out loud written language);Question Answering & Search Engine. (e.g., browsers or ask questions to smart devices/assistants) 
NLP tools used: E-mail spam detection (i.e., automatically send spam e-mails to your Trash folder);Grammar checker (i.e., correcting grammar mistakes);Spell checker (i.e., correcting misspellings);Paraphrasing and Summarisation (i.e., automatically produce alternative descriptions of written text);Question Answering & Search Engine. (e.g., browsers or ask questions to smart devices/assistants);Speech-to-Text (i.e. a computer transcribing your spoken language to written language);Text-to-Speech (i.e, computers being able to read out loud written language);Dialog technology (e.g. chatbots that communicate with you such as chatGPT) 
NLP tools they would find useful: Sentiment analysis (e.g. automatically detect if user reviews are positive or negative)Machine translation (e.g. translate Chinese or Russian into English, and vice versa);Paraphrasing and Summarisation (i.e., automatically produce alternative descriptions of written text) 
Frequency of LLM use: Every day
LLMs used: GitHub Copilot;ChatGPT;HuggingChat;Google Gemini;Meta Llama 2;Microsoft Bing AI;Character.AI;Snapchat My AI 
LLM use cases: Translation;Paraphrasing or finding synonyms;Proofreading/Editing (e.g., grammar, spelling, structure improvements);Solving math or logical problems;Analyze data;Writing (e.g., composing emails);Completing assignments;Answering questions about general knowledge;Summarizing long texts;Get information about current events;Collecting references 
Contexts of LLM use: School/University;Learning;Personal;Technical 
Prompt 1: Why is effective communication crucial in customer service, and how does it affect customer satisfaction and loyalty?
Prompt 2: What are some active listening techniques that can enhance customer service interactions, and how can these be practised?
Prompt 3: How can employees improve both their verbal and non-verbal communication skills to create better customer experiences?
Prompt 4: In what ways can empathy and understanding be demonstrated in customer service, and why is it important for customer satisfaction?
Prompt 5: What strategies should be taught to handle conflict resolution effectively with irate or challenging customers?
Prompt 6: How can written communication be improved in customer service, and what role does tone and personalisation play in written responses?
Prompt 7: How can role-playing and simulations help in developing communication skills in customer service, and what key areas should be focused on during these exercises?
Prompt 8: Why is ongoing training and feedback important for the continuous improvement of communication skills in customer service?
Prompt 9: What techniques can employees use to ensure they remain calm and positive when dealing with frustrated or upset customers?
Prompt 10: How can customer service representatives balance technical knowledge with customer-friendly communication to avoid jargon and ensure clarity?